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Saves time. On average, it is 7 minutes faster.
Improves QA scores.
Allows the customer to see the plan benefits for themselves which improves their trust and confidence in the plan selection.
Use Discretion to Determine when to use PPE vs Telephonic Enrollment
Some may not have a devise device or access to email, in which case the PPE process will not work.
Be mindful that some participants may be more skilled with technology than others.
Use your best judgement to determine good candidates for the PPE process.
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Do Not: Ask if the customer would like to enroll via email. |
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Do : Tell the customer “I will now send you an email. This will include the plan benefits so you can review. It will also have a few quick items to complete. It’s easy and I’ll be here to help you through it. Just remember to use [enrollment reason] for the enrollment reason. Ok it is sent, hit refresh every few seconds and it should be coming to your inbox shortly.”State the following: “We can get the application submitted one of two ways. The easiest and fastest way is by email. What will happen next is I will send a link to your email address and make sure you can open it. What is your email address?” (If the agent doesn’t already have it) (and send the email) “Let me know when you get the email.” “As we’ve been talking, I’ve been entering in most of the information needed so the majority is filled out for you. You’ll verify everything is correct and then submit your application. Let’s walk through each section together in case you get stuck or need help.” (Please make sure the shopper includes their PCP. It is required.) |
Agents are much more successful initiating the PPE process when they simply tell the participant this is the process rather than giving more than one option.
Revert back to the phone enrollment process if needed.
Send to any and every caller with potential, even if the potential is not great.
Many calls do not end with an enrollment. If you’ve tried overcoming objections to no availyou are unable to overcome objections, there is still hope.
Tell the customer you’re sending an email to allow them to review the plan and that they may complete the enrollment on their own within 48 hours, should they change their mind after further review.
If you’ve scheduled an enrollment appointment, even if it's almost guaranteed to produce a submitvery likely to result, send the email anyway.
Again, let the customer know you’re sending an email to give them the chance to review in preparation for the appointment and that the process to complete on their own is simple and easy if they’d rather not wait until their scheduled appointment.
The more the email is sent, the more you will be pleasantly surprised with submits randomly showing up on your dashboard.
Follow up
For Offer to schedule a follow up appointment with shoppers that did not want to enroll today and stated they intend to enroll, or seem to have reasonable potential to enroll using PPE, offer to schedule an appointment to follow upbut are unable to do so today.
If they decline the appointment offer, mark your calendar for 2 or 3 days out to verify they enrolled, by looking at your application submits in SunFire Blaze . If not, get their approval to call them back in the next few days to address any remaining questions/concerns they may have.
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Additional Resources
Click Here for a detailed Assurance guide on PPE enrollments offering additional insightsmore information about the PPE enrollment process.